Flips & Tumbles NZ (Christchurch) — Local services in Christchurch

I'm saddened that I have to write this review, considering how much my kid and I used to enjoy this place.

My daughter had a scheduled toddler session, that I had paid for the night before. However come morning she was presenting with cold symptoms, I endeavored to quickly call Flips and Tumbles to request a rescheduling of my session due to this unexpected circumstance. I had then been told to email it through for the Manager to action accordingly.

F&T advised that due to the fact that I had called them on the day (note I had only purchased the tickets less than 12 hours ago) that I would not be receiving a refund. I advised that I was not seeking a refund, but that I was merely after my appointment being moved to another day (still wanting the service), for the safety of the staff and other toddlers involved. I was advised that they would not proceed with this, and would not be giving me a refund as per their "cancellation policy", in which by the way, couldn't find anywhere obvious on their website.

This is just a little amount of money to dispute over but I am honestly disappointed with the service received as I would expect some consideration on this matter, especially with flu and COVID being rampant in the community especially in winter season.

I'd suggest for F&T management to make a change on their online booking system, that they should put a prominent notice on the ticket purchasing area of their webpage, advising that children absent due to health issues wont be able to get a refund or rescheduling without proceeding to go to the GP and getting a medical certificate. I would also advise that further training be given to the reception team around this, so that I would not have been advised to send an email through but given the hard notice directly over the phone.

Due to how the events of this unfolded, I am unable to recommend coming to F&T...

This is actually copy from my review for Wellington branch, but it's related to the customer service and their management team which I believe it's from Christchurch branch.

I am having a such frustrating experience trying to book a private session with them.

I started to email them from March 12 trying to make a booking, but getting one reply starting from a few days and then becoming 2-3 weeks, and then over a month, each time I need to send like 3 emails trying to contact them. Without any phone number for Wellington branch, it's so hard to get hold of them.

Finally in June, without any real progress on my first booking, I decided to go on site to ask the stuff - then I knew for the first time I should try the Chc branch phone number. I called and Jared picked the phone and he quickly made a booking - and finally I got my first session!

However, Jared in the phone told me to make the booking with my coach after the session, so I tried - but then coach seems confused and let me try to book the session with Chc team again! and I have tried message them from email, instagram and facebook to book next session - and no replies again.

Another issue is with Adult class, I had 10x concession cards, but only used once, and when I tried to book again recently - they told me in email that due to staffing constraints they are unable to run it anymore. So I have requested refund and no respond also.

I was really keen on trying their service but I am starting to lose faith on them. Don't get me wrong - I liked the first private session with my coach, but the communication and customer serivce part really need some...

Cool place and all but was really disappointed to be turned away from the Halloween party tonight with my 3 year old son in hand all dressed up n hyped to join in with the other kids he could clearly see running around and having fun. The party was from 4-8pm which is a long time for a 3 year old to be bouncing so I took him at 6pm, why would there be an issue as nothing stated they HAD to be there from 4pm, it was so sad and even thou my boy was crying becos she wouldn't let him go in, she also showed no empathy no apology or anything just suggested some 9 or 10am classes which, 1- we obviously wernt there for that and 2- we actually have looked into joining the classes but now I'm thinking twice about it. Unfortunate really because the other time we went there he had fun and he's really in his element jumping round doing flips and stuff. Maybe next time use have a party u should put bookings essential or limited spaces available or fifs, my goodness anything would be better than being mislead by a poster and rudely rejected with ur child beside u dressed up and excited to have fun. Was so unnecessary, what was 1 tiny 3 year old joining in going to...